When something does not work as expected, your browser often records an error message in the background. These messages are shown in the so-called console. Sending us a screenshot of the console helps us find the cause of a problem much faster. You do not need any technical knowledge for this, and nothing you do in the console changes your story.
Step 1: Open the console
Open the page where the problem occurs. Then open the console using the keyboard shortcut or the menu of your browser:
Google Chrome – Press Ctrl + Shift + J on Windows or Cmd + Option + J on a Mac. Alternatively, click the three dots in the top right corner and choose More tools > Developer tools, then click the Console tab.
Microsoft Edge – Press Ctrl + Shift + J on Windows or Cmd + Option + J on a Mac. Alternatively, click the three dots in the top right corner and choose More tools > Developer tools, then click the Console tab.
Mozilla Firefox – Press Ctrl + Shift + K on Windows or Cmd + Option + K on a Mac. Alternatively, click the three lines in the top right corner and choose More tools > Web Developer Tools, then click the Console tab.
Safari – The console first needs to be enabled once: choose Safari > Settings in the menu bar, open the Advanced tab and check Show features for web developers. Then press Cmd + Option + C or choose Develop > Show JavaScript Console in the menu bar.
A panel with text and possibly some red lines opens at the bottom or the side of the browser window. Leave it open for the next step.
Step 2: Reproduce the problem
Reload the page with F5 on Windows or Cmd + R on a Mac and repeat the steps that led to the problem, for example clicking the button that does not work. New messages may now appear in the console. Error messages are usually highlighted in red.
Step 3: Send us a screenshot
Take a screenshot of the whole browser window including the console. On Windows, press Windows key + Shift + S, on a Mac Cmd + Shift + 4, and select the area you want to capture. Attach the screenshot to your support request and briefly describe what you did before the problem occurred.
If there are a lot of messages, you can also right-click inside the console, choose Save as or Copy all messages depending on your browser, and send us the result.
You can close the console again at any time with the same keyboard shortcut or the X in its top right corner.